The Vendor manager will support on directed project initiatives. Works with existing countries to execute projects for improvement of processes, policy and procedures to propel our Customer Experience to outserve our customers with best practices in the market.
RESPONSIBILITIES OF THE IDEAL CANDIDATE
- Responsible for overall management of contact centre BPOs in the regional Customer Experience team
- Work closely with different stakeholders to understand the business requirements and drive vendors to jointly achieve business targets and goals in an agreed timeframe
- Lead regular business operational reviews to ensure agreed Service Levels are met and work with vendors on performance improvement projects to continuously drive service excellence
- Manage and maintain contractual work, where relevant
- Manage the contact centre service providers and drive operational efficiencies
- Manage allocated budget and has a strong handle on cost control measures
- Build strong relationships and achieve win-win collaborations
- Ability to lead a small team
REQUIREMENTS OF THE IDEAL CANDIDATE
- At least 10 years of relevant experience in regional vendor management, especially in contact centre operations
- Deep knowledge of Contact Centre Operations, Efficiency models, Key Performance indicators and contributing factors
- Ability to implement actions to improve performance
- Advocate and strong passion for Customer Service
- Flair for numbers, with an investigative mindset
- Strong analytical skills and structured process thinking
- Demonstrated ability to distil complex issues and detailed analysis into simple, structured framework with concrete action plans
- Self-driven and exhibits personal accountability for successful completion of projects and tasks assigned, excellent follow-through
- Good interpersonal, influencing skills and able to communicate well with different stakeholders and across cultures
- Positive attitude, proactive, eager and demonstrated experience in change management process
- Experience in contract management and leading tender process
- Strong command in English both verbal and written
- Bachelor’s Degree in Business Administration; MBA or other relevant advanced degree is a plus
